Operations and Contract Performance Manager

Operations and Contract Performance Manager (Client Account Manager) Location: Birmingham (On-site) Join NSL – Part of Marston Holdings At NSL, part of Marston Holdings, we're much more than the "parking people". We partner with local authorities and public sector organisations to deliver essential parking, traffic and street management services that keep communities safe, accessible and moving. Our Birmingham operation delivers a range of services, including Civil Parking Enforcement (CPE), Clean Air Zone camera enforcement, parking suspensions, bus lane enforcement, vehicle removals and event-related operations. We're looking for an experienced Operations and Contract Performance Manager (Client Account Manager) to lead this large, complex operation, drive performance and build a high-performing team. This is an exciting opportunity to take ownership of a major contract, strengthen client relationships and lead operational improvements through a period of growth and change. You'll be a confident, commercially minded leader with a strong track record in operational management, financial performance and people development. Parking or local authority experience would be advantageous, but experience in other complex, service-led environments will also be considered. The Role As Client Account Manager, you'll be the key point of contact for Birmingham City Council, ensuring services meet contractual KPIs, SLAs, compliance requirements and financial targets. You'll lead and develop Supervisors and frontline colleagues, oversee day-to-day service delivery and work closely with the Account Director and wider operational teams to improve performance, control costs and deliver service excellence. Key Responsibilities Manage day-to-day operations, ensuring contractual, regulatory, service and financial targets are achieved. Manage budgets, operational costs and monthly profit and loss (P